IT Service Delivery Director

2 weeks ago


Wakefield, Wakefield, United Kingdom Card Factory Full time

We are seeking a highly skilled IT Service Delivery Manager to join our team at Card Factory, the UK's leading specialist retailer of greeting cards, dressings, and gifts. As an IT Service Delivery Manager, you will be responsible for delivering exceptional services to colleagues across the business by ensuring service level agreements (SLAs) are met, processes are well-documented and followed, and fostering a culture of continuous service improvement.

Key Responsibilities
  • Develop a full understanding of the IT systems and services used by Card Factory colleagues, the processes they undertake, and IT systems that contribute to wider organisation goals to create clear service definition documentation for all lines of service consumed by the business.
  • Work closely with IT functional and platform squads to provide input into and validate proposed service designs for new solutions/services.
  • Build mutually beneficial stakeholder relationships and ensure a positive perception of the IT services delivered.
  • Co-ordinate the management and resolution of major incidents in line with the IT Incident Management process, keeping stakeholders informed, identifying lessons learned and driving follow up actions.

In return, we offer a wide range of benefits to support your physical, mental, and financial well-being, including 25% colleague discount, financial wellbeing support, seasonal incentive schemes, and access to blended learning and development content.

The ideal candidate will have at least 2 years' experience in a similar IT Service Delivery Management role, SLA management and Service Performance reporting skills, good IT technical aptitude, exceptional stakeholder management skills, and flexibility to provide support outside of core business hours. The salary for this role is approximately £55,000 per annum based on the location and industry standards.



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